Digital Home Support Services

New Research Shows Automation Driving Growth in U.S. Tech Support Market

Parks Associates tech support research shows new automation strategies are starting to resonate with consumers, as 38% of U.S. consumers who have experienced PC problems would prefer to fix future problems themselves, with the use of self-help tools. Improved user interfaces have also made setup of new tablets, smartphones, and smart TVs more intuitive, and currently 51% of consumers prefer to set up ne ...read more

Parks Associates and Support.com Release Whitepaper "Expanding to the Home Network: The Evolution of Premium Support"

Parks Associates and Support.com, Inc. (NASDAQ: SPRT), a leading provider of cloud-based technology services and software that create new revenue streams and improve customer experience, today released the whitepaper “Expanding to the Home Network: The Evolution of Premium Tech Support,” which addresses the impact of home networking and connected CE adoption ...read more

Smart TVs, DVRs, smart thermostats, and other new connected devices are an emerging market for tech support services, according to Parks Associates’ consumer research. Technical Support for Emerging Devices reports over 25% of U.S. broadband households value support service for at least one of these "emerging" devices, with 17% interested in support for multiple devices.

“Emerging” devices in this consumer study are specifically defined by Parks Associates as smart TVs, conn ...read more

Parks Associates and Support.com address opportunity to provide premium support for the Home Network

Parks Associates announced today that 78% of U.S. broadband households had a home network router in 2012, up from 54% in 2009, with adoption reaching 95% by 2016. The international research firm notes consumer demand for connected and mobile devices is fueling adoption of home network devices, which creates new and complex support demands on the connected home.

Parks Asso ...read more

New research report details opportunities in tech support for service providers, retailers 

International research firm Parks Associates  announced new tech support research today showing the do-it-yourself (DIY) model is  the dominant, but not preferred, method for consumers setting up new connected or mobile devices.

The firm's industry report Creating Holistic Consumer Technology Support Services reports, among U.S. broadband households purchasing new devices, 81% se ...read more

Parks Associates and Radialpoint to discuss new strategies to increase ARPU and broadband subscribers

Parks Associates and Radialpoint will host the webcast "Tapping into the Connected Home Opportunity" to discuss market implications and strategic recommendations for retailers, service providers, and CE manufacturers in developing and deploying services critical to maintaining customer satisfaction.

The complimentary event, Tuesday, December 6, 1 p.m. CT / 2 p.m. ET, include ...read more

Special Workshop at Connected Home World Summit features research and analysis on Broadband Services, 3D TV, Video Services, Connected CE

Parks Associates is hosting the special one-day research workshop Monetizing the Digital Lifestyle on September 20 to address operator strategies, value-added services, and new technologies such as 3D TV, connected CE, and multiscreen solutions. This interactive workshop takes place at the Connected Home World Summit in London.

Kurt Sc ...read more

Retailers and service providers building new business models with premium tech support services

Parks Associates finds the development of remote online solutions will complement the growing premium tech support industry, including retailers and service providers, by providing improved marketing channels and enhancing automated and live support services. The international research firm forecasts U.S. revenues in consumer-oriented technical support services will approach $5 b ...read more